Salesforce Customer Service Representative (CSR) - Incident Response

As an Incident Coordinator at Continuum, you will report to the Sr. Manager for the Incident Response team and assist with leading the incident management process to resolution and identifying culpable systems. You will also log and categorize recurring incidents to improve incident management protocols. To be a successful incident coordinator, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident coordinator should excel at multitasking and remain judicious during major incidents. You will be expected to assist the Incident Manager with improving current and new processes. We are looking for someone with a background in Salesforce as well and must have at least a Salesforce Administrator certification.

Responsibilities

• Respond to internally identified and customer reported system Incidents and coordinate incident resolution rapidly and within defined service levels
• Prioritize incidents according to their urgency and influence on the business
• Collaborate with teams as needed to ensure that all protocols are diligently followed
• Log all incidents and their resolution to see if there are recurring malfunctions
• Propose adjustments to incident management process to Incident Manager and support implementation of changes
• Communicate with upper management if major issues are found in the IT system
• Manage root cause analysis between technical teams
• Document the impact of the incident, root cause, and corrective actions
• Provide and communicate internal incident reports to stakeholders and assist with input in preparation of customer facing documents
• Work with internal and 3rd party teams to ensure actions are taken and completed to protect and improve services
• Complete reports to management related to incident trends, quality trends, and ticket trends
• Work with Incident Manager on analysis of reports and incident trend data to identify and eliminate root causes

Requirements

• 5\+ years of Help desk or other experience working in a customer service capacity with a track record of developing solutions within a complex global organization
• Salesforce Admin Certified
• Some familiarity with Agile project management and sprint planning
• Ability to work independently as well as collaboratively on cross\-functional teams
• Highly skilled in interpersonal and verbal/written communications, presentations, and problem\-solving skills
• Experience supporting Department of Veterans Affairs (VA) and/or other federal organizations
• Must be able to obtain a public trust clearance
• Must be eligible to work in the United States
• Must have reliable internet service that allows for effective telecommuting

Years of Experience:

• Demonstrated leadership skills in managing tasks across multiple teams including vendors and managed service providers
• Equivalent work experience with a total of 2\-5 years managing IT incidents, changes, or problems or similar role in a global organization
• Knowledge of IT Operations and key systems
• Demonstrated ability to communicate complicated IT issues to IT users, non\-IT end users and executive leadership. Must possess excellent communication skills
• Knowledge of IT Operations and key systems
• 3\+ years of relevant experience including at least

Education:

Associate degree in a computer discipline, OR equivalent applicable experience will be considered.

Location: Remote within the United States.

Clearance: Ability to obtain Public Trust government clearance.